Technical Customer Support Analyst

Full-time

Employee Status: Regular

Role Type: Hybrid

Department: Customer Service

Schedule: Full Time

Shift: Day Shift

**Company Description**:
**About us, but we’ll be brief**

Experian is the world’s leading global information services company, unlocking the power of data to create more opportunities for consumers, businesses, and society. We are thrilled to share that **FORTUNE has named Experian one of the 100 Best Companies to work for**. In addition, for the last five years we’ve been named in the **100 “World’s Most Innovative Companies” by Forbes Magazine**. Experian prioritizes our culture and look to bring people to the team who are passionate about their jobs, who are easy to work with, and who continue to value team over self.

We have 23,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximize every opportunity.

The **Experian Data Quality** **(EDQ)** North America Professional Services team is focused on helping our clients achieve successful outcomes through both the pre
- and post-sales phases of their technology investments.

**Experian Data Quality **is a fast growing, entrepreneurial organization created under the Experian Corporation. EDQ focuses on providing Data Quality Management Tools and Services utilized by some of the largest organizations in the world to help them effectively manage their data.

**Experian Data Quality** enables organizations to unlock the power of data. We focus on the quality of our clients’ information so they can explore the meaningful ways they can use it. Whether optimizing data for better customer experiences or preparing data for improved business intelligence, we empower our clients to manage their data with confidence.

We have the data, expertise, and proven technology to help our customers quickly turn information into insight. We’re investing in new, innovative solutions to power opportunities for our people, clients, and communities.

**What you’ll be doing**
- Leverage EDQ’s documentation to determine how to best proceed with a given issue.
- Engage with the customer and other support team members such as Account Managers to gain an understanding of the customer’s environment, contract and goals. Responsible for updating customer information as needed.
- Attempt to resolve incidents or requests on first contact when possible prior to escalating
- Monitor and respond to support calls within required SLA.
- Evaluate issues by interpreting end-user’s problem descriptions to determine resolution or best course of action.
- Identify problem trends and report to supervisor for further analysis.
- Other duties as required.

**Qualifications**:
**What your background looks like**
- 1-3 Years of Desktop Support, Help-Desk, or IT related support
- BA degree or equivalent experience desired
- English Level B2
- Strong communication and interpersonal skills
- Microsoft Office proficiency
- Analytical skills
- Problem solving skills
- Organize and manage multiple tasks and priorities.
- Able to work non-standard business hours as required
- Ability to resolve issues over the phone utilizing remote control tools.
- Communicate clearly and concisely, both orally and in writing.
- API Knowledge preferred

**Additional Information**:
**_ This is a permanent home-based role in Costa Rica. No relocation available._**

**Culture at Experian**

**Our uniqueness is that we truly value yours.**

Experian's culture, people, and environments are key differentiators. We take our people's agenda very seriously. We focus on what truly matters; diversity and inclusion, work/life balance, flexible work, development, engagement, collaboration, wellness, rewards & recognitions, volunteering... the list goes on

Our benefits include: Medical, life and dental insurance, Asociacion Solidarista, International Share Save Plan, Flex Work/Work from home, Paid time off, Annual Performance Bonus, Education Reimbursement, Family Bonding, Bereavement Leave, Referral Program, and more.

Experian Careers - Creating a better tomorrow together
- Experian is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is _**_The Power of YOU_**_ and it ensures that we live what we believe._